Broadvoice | GoContact vs. Lifesize CxEngage

I would recommend Broadvoice if a business needs a variety of options for inbound and outbound communication. Examples would be insurance agencies, car dealerships -- just about any business that makes a lot of customer contacts per day. A small retail shop or dry cleaner would not experience the same level of customer engagement. In their case, a regular landline or a designated cell number would work just fine.

Incentivized

Implementation was top notch. Great team to work with. Application and tools are good and very useful. Customer Support is strong as well. Would recommend more details and assistance on some resolutions but over all, quick response and quick resolutions is the norm. Room for improvement for front line associates working from home. And better understanding on how Twilio issues affect CxEngage as some time the status pages don't match the same story

Incentivized

• Broadvoice is excellent for customizing/tailoring to a business's specific needs.
• Tech Support is easy to reach, and provides consistent help.
• Onboarding new customers is very thorough and supportive. Changing phone systems is overwhelming and time-consuming. Broadvoice makes it as easy as possible with clear expectations and fantastic training.

Incentivized

• Great flexibility working with flow creation and editing
• Great support staff
• Good overall package for workforce management and quality monitoring
• Integrates well with our tools.

Incentivized

• When changing users on the URL page there are some steps that can be a bit clunky based on the type of phone you're using.
• Separating users devices into multiple locations inside the URL is nice but you're not able to move those users around if they do change spots in the company.
• For some reason within the b-hive mobile app if I miss a call and then go into the app to check the call and exit the app I still show a notification icon constantly. It seems to be related to the the Chat portion of the app. If you go to that part of the app and refresh when you exit the app the notification icon is gone.

Incentivized

• Stronger support and more reliable system for users not on a commercial network
• Consumer friendly and intuitive reporting and dashboard tools. build canned reports
• Reporting: Ability to get a combined SVL for all queues included on a report (now we manually calculate after exporting the report into excel). Same for all major data points (ASA, AHT, etc.)
• Ability to include abandoned calls and an abandonment percentage which excludes short abandons on the Queue summary report. Now the report just shows total abandons and abandonment percentage so if we want to exclude short abandons we have to pull a separate report to find out how many calls abandoned in less than 10 seconds then calculate the "true abandoned number" (calls abandoned minus short abandons)
• Ability to change what is considered a "short abandon" and then report on it. Right now the only option is the built in tracking of calls that abandoned in equal to or less than 10 seconds.
• Ability to "save" an agents "default" skill profile so that any changes we make can be returned to "BAU" with a click of a button
• quicker data/historical report retrieval
• way to separate what we have listed as a queue name for reporting vs. what is used for the queue name in the "whisper" (the issue we had with WT queue naming conventions because we had to have the whisper be super precise)

Incentivized

Our last phone system was very outdated and we were left not getting calls that we needed nor having a seamless way to change voicemail or to get voicemail if we were out of the office for longer periods of time. Broadvoice has erased these issues and has really made our agency more responsive.

Broadvoice has been a great investment so far! Its system allows you to easily handle multiple lines & provides you with many useful, easy-to-use, features. It delivers faxes right to your email inbox, how much easier can it get? Through their app, it enables you to easily determine if the call is business or personal related. And you are able to answer calls no matter where you are

Incentivized

AWAYS available to assist when I call. I could not be happier about that!

Incentivized

Any issues are usually overcome fairly quickly. We don't utilize reports offered by the system - we are a small company and the monitoring that would provide is just not something we would utilize.

Incentivized

Laura H. our Service Coordinator was exceptionally helpful when the inevitable hiccups occurred along the way. She calmly sought out solutions that kept the project moving so that we could meet our move-out/move-in deadlines. Also, their 24/7 Business Support line is staffed with knowledgeable people that answer my questions quickly and accurately.

Incentivized

The in-person was done by phone and was GREAT!

Incentivized

Overcame obstacles of everyone being in different places. Trainer was excellent (do not remember her name!). Open to all questions no matter how technical. The feedback from my colleagues were they were happy

Incentivized

It was straightforward to set up. The phone was delivered prior to installation. The script and routing of calls were established prior to installation as well. The on-site technician installed each phone and offered training to anyone who asked. The main setup for hours, calls, and extensions was already set up via online meeting, making the phone install on-site a seamless experience.

Incentivized

We implemented in 2018 and were only given 8 weeks to do it...as per the direction of our parent company at the time. Serenova at the time responded well and we were able to go Live within 8-weeks...albeit the product overall was a big change and had gaps in features over our previous contact management solution.

Incentivized

There was no comparison for me. Google Voice annoyed anyone calling in, was delayed in relaying missed calls and texts, and was not user friendly in my opinion. Broadvoice is leaps and bounds ahead for business purposes. It addresses each of those concerns and provides a solution that even an entry level professional could use.

It's been too many years...I don't remember. Except in 2021 we looked briefly at Amazon and Salesforce call center offerings. Both were too basic at the time that even if we got a great deal on licensing (we are a Salesforce house for other things), we couldn't easily (or at all) do things like Callbacks and some of the more robust flow buildouts that we have in place today with Lifesize.

Incentivized

Giving a neutral answer as this is something we do not need and therefore do not utilize.

Incentivized

• Sadly I can't quite gather any hard numbers since my use of the product don't extend into the admin level where I can see everything. I can say that since installing the phone at my desk though, I've been more reachable by other staff and therefore more present with current happenings in the workplace.
• It took a while to get a line for my desk, so I can compare the before and after very clearly. Communication is like night and day, and any questions or problems other coworkers had that in the past they may have had to deal with themselves, they can now reliably reach me and have a convenient option to. This has improved the relationships between me and others at the workplace.

• lower operational costs
• improved agent productivity
• improved flexibility in design and admin work

Incentivized